CONFLICT MANAGEMENT

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INTRODUCTION FOR CONFLICT MANAGEMENT

Whether at work or in personal life, it is inevitable to have disagreements. Handled poorly, such disagreements may escalate to become conflicts with serious consequences, to both ourselves and others. This training equips executives with the skills to handle conflicts positively.

 

DUARATION

1 day

 

TARGET AUDIENCE

Employees/ frontliners

 

TRAINING METHODOLOGY

Theory (30%) with discussions and presentations, audio-visual aids (10%) and experiential activities with guided learning (60%)

 

COURSE CONTENT

Understand the Issue

  • Types of Conflict
  • Common workplace conflicts
  • Is conflict necessary?
  • Can conflict be good?
  • Managing expectations

 

Strategies for Conflict Management

  • Different strategies for different conflicts
    • Avoiding
    • Accommodating
    • Compromising
    • Competing
    • Collaborating

 

Understand the Person

 

Platinum Rule vs. Golden Rule

Keys to understanding what drives different people – build rapport

 

4 Core Personality Types

  • Strengths/ Weaknesses
  • Behaviour under stress
  • Adaptability

 

From “Difficult” to “Different” Customers/ Colleagues

  • Hot buttons for each personality type – what upsets each type of customers most
  • Ways to connect & serve each type
  • Managing & motivating each type
  • Assessment & Personalized Reports

 

Essential Skills to Resolve Conflict

 

Begin with Self

  • Emotional intelligence is essential
  • Check own unconscious bias
  • Personal strengths and weaknesses
  • Fears and past experience with conflict
  • Stress management

 

Better Communication Skills

  • Power of words
  • Develop empathy
  • Active Listening
  • Clarifying Questions
  • 5C of communication
    • Clear
    • Concise
    • Curious
    • Compassion
    • Collaborate

 

Problem-solving through Teamwork

  • Focus on what is right, not who is right
  • Generate options
  • Agree & decide on actions
  • Preventive & contingency plans

 

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CONFLICT MANAGEMENT

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